I've been using Play since 2002, ordered over 400 items from them and up until Rakuten took them over they had been faultless. They've now removed any sort of communication with customer service and made the whole returns/missing items process amazingly convoluted. I'm currently trying to chase a missing item which was tracked, it was allegedly delivered 2 weeks ago, the only communication I have had from play after 2 weeks and multitudes of contacts is: "We are sorry for the delay in responding to your email but we have recently moved our contact centre back to the UK and whilst we are currently in a transitional period we are unfortunately taking slightly longer in responding to emails." It has taken them 2 weeks to send a standard apology email, and they think that's reasonable? Just don't bother Play, you've lost my custom and if you don't give me a proper response soon then I'll be taking you to small claims court.
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